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E-Commerce Experience Specialist

4 months ago

Midrand, South Africa Execustaff Recruiting Services Full time
Key responsibilities for this position include, but are not limited to:
  • Collaborate on developing e-commerce customer experience and operational plan to support business objectives and sales goals across business units
  • Collaborate across functions and within OBS to effectively integrate e-commerce into digital ecosystem and activities
  • Collaborate with Marketing Specialists to ensure alignment with business unit priorities
  • Proactively manage online sales touchpoints including owned and partner sites
  • Manage e-commerce inventory levels and pricing as per PM & SH requirements for all products
  • Syndicate relevant e-commerce data for retail partners
  • Analyse data and performance of e-commerce customer experience to draw performance insights, identify gaps and suggest improvements
  • Online customer journey mapping and orchestration & improvement
  • Manage online customer experience optimising for sales and customer sentiment, including:
    • Process & journey mapping
    • Surveying a subset of customers to understand satisfaction levels
  • Manage all CRM / direct communication deployment, measurement and reporting
  • Implement CRM campaigns to engage, retain, upsell and recruit prospects
  • Execute campaigns using different communication tools including e-mail, sms, push notifications etc.
  • Database management of Personal Identifiable Information (PII)
    • Increase data collection across all touchpoints
    • Ensure data is clean and managed in compliance with local legislation and global policy
    • Implementation of global CRM tools to utilize, manage and optimise CRM data for marketing campaigns
    • Segment data into audiences and enhance and refresh data constantly
    • Execute campaigns using different communication tools to target and interact with our database (including e-mail, newsletter, sms, push notifications, whats app business etc.)
  • Proactively optimise all activities towards KPIs
  • Liaise and manage vendors effectively to ensure efficient operation
  • Develop best practice standards based on industry accepted customer experience metrics

Operational responsibilities:
  • Understanding of an online customers journey from Order placement to fulfilment and beyond
  • Analytical skills to quickly assess rifts in experience
  • Uploading plans, CEs, POs, invoices, vouchers, process payment once proof of work received
  • Develop briefs for BUs to improve customer experience within departments
Required Qualifications and Experience:
  • Relevant qualification or experience in Data Analytics/Process management.
  • 5+ years experience in Customer Service
  • Experience in online customer journey mapping and orchestration
  • Experience in a direct marketing and e-commerce
  • Understanding of the retail e-commerce space & customer journey
  • Experience using various CRM tools
  • CMS knowledge
  • Proficiency in Google Analytics, Adobe Analytics, and Audience Manager preferred.
  • Market analysis and trends

Required Competencies:
  • Content and asset management, campaign analytics / insights reporting, ROI analysis
  • Strong process management skills
  • Solid customer communications skills
  • Strong presentation and writing skills
  • Results oriented and self-motivated
  • Strategic thinker
  • Attention to detail
  • Ability to work well under pressure and within tight deadlines
  • Ability to multi-task on a number of various tasks at hand
  • Assertive and output based